CRM Implementation Project Plan

This document outlines the project plan for implementing a new CRM system at Longtau Technology's UK department. It details key milestones, including the completion of change management documents, organizational process restructuring, technical requirement discussions, design reviews, and final stage evaluations. The plan involves various stakeholders such as finance managers, human resource managers, operation managers, software developers, system engineers, and testing engineers. Each milestone includes specific objectives and attendees to ensure successful project execution and improved operational efficiency.

Running head: PROJECT AND PROGRAMME MANAGEMENT
Project and Programme Management
Name of the student
Name of the university
Author note

1PROJECT AND PROGRAMME MANAGEMENT
Executive Summary
The project initiation plan had been developed for an organization named Longtau technology.
The organization had been rapidly expanding their business processes but recently they had been
facing operational issues while dealing with the consumers. Therefore, in order to resolve the
operational issues in the United Kingdom department, the management had decided to take up a
change management initiative. This change management program consisted of CRM
implemention into the United Kingdom operations department and developed a new customer
service department for handling these issues. It can be concluded from the project that the new
CRM implementation process had been able to improve the operational efficiency of the overall
process. The current issue faced by the United Kingdom department of Longtau technology had
been resolved by implementing change management.

2PROJECT AND PROGRAMME MANAGEMENT
Table of Contents
Project Purpose................................................................................................................................3
Project Description..........................................................................................................................3
Project Scope Statement..............................................................................................................3
Project objectives.........................................................................................................................4
Requirement.................................................................................................................................4
Constraints...................................................................................................................................5
Assumptions................................................................................................................................5
Project Deliverables.....................................................................................................................6
Summary milestone and Schedule...............................................................................................7
Summary budget............................................................................................................................17
Resource Overview........................................................................................................................22
Risks Management.........................................................................................................................25
External risk...............................................................................................................................25
Internal risk................................................................................................................................26
Technical risk.............................................................................................................................28
Communication Plan.....................................................................................................................29
Conclusion.....................................................................................................................................32
References......................................................................................................................................33

3PROJECT AND PROGRAMME MANAGEMENT
Project Purpose
This is a project initiation plan for an organization named Longtau technology. The
organization has been rapidly expanding their business processes but recently they have been
facing operational issues while dealing with the consumers. Therefore, in order to resolve the
operational issues in the United Kingdom department, the management has decided to take up a
change management initiative. This change management program will consist of implementing
CRM into the United Kingdom operations department and develop a new customer service
department for handling these issues.
Project Description
Longtau technology is one of the Chinese organizations that manufactures, supports and
designs network equipments for computers. After capturing considerable market share in China,
they have expanded their business in Europe. The organization has been selling more than
10,000 business units annually across Europe to business consumers and consists of 40
distributors in their network. They provide support to the business consumers but recently there
have been complaints that consumers have been lost between the call center and sales
department. Thus, a new project has been initiated for dealing with this issue, which consists of
the implementation of CRM as measure of change management.
Project Scope Statement
The project scope statement defines all the essential information required for executing a
particular project1. The project statement will consist of factors such as requirements,
expectations and features of the consumers in a given project. This project will highlight the
1 Pheng, Low Sui. "Project Scope Management." Project Management for the Built Environment. Springer,
Singapore, 2018. 63-77.

4PROJECT AND PROGRAMME MANAGEMENT
initiative and processes required for implementation of change management through CRM
(customer relationship management) implementation. The project scope is divided further into
parts, which are described in detail in the later part of the report.
Project objectives
The project objective for implementing change management by implementation of CRM
(customer relationship management) are defined as follows:
 Evaluation of the existing network systems for identifying the changes required
 Identification of change management strategies for improvement in organizational
business model
 To develop document for CRM implementation
 To integrate the developed CRM software into the business model
 Development of new customer service department for handling consumer grievances
 To slowly adapt to the changes in the organizational business model for better efficiency
in operations
Requirement
Project requirement will consist of all the important processes for successfully executing
the processes. Requirements provide a clear view of the implementation process. In this project,
the requirements of the project are as follows:
 Identification of the change management initiatives
 Re structuring of the processes within the business model
 Technical requirement
 Analysis of the CRM phase

5PROJECT AND PROGRAMME MANAGEMENT
 Adaptation of the CRM phase
Constraints
Constraints are the limitations and restriction which a project manager has to deal with
while successful execution of the processes2. The time span of the project is high so the
employees will have to managed thoroughly by providing proper guidance. The new system
developed should be compatible to the initial software used in the organization. The purchases of
the products will have to be made in accordance to the allocated budget in the project. The
managing director will go through weekly reports for understanding overall allocation of
resources.
Assumptions
The project should identify assumptions, which will be considered during the execution
of the project.
 This undertaken project has full support from the sponsors, the internal stakeholders and
all the departments in the organization.
 The objective and purpose of developing and executing this project should be
communicated throughout all the departments.
 The addition requirements for successful completion of the project will be provided by
the headquarters in China.
2 Nurdiani, Indira, Jürgen Börstler, and Samuel A. Fricker. "The impacts of agile and lean practices on project
constraints: A tertiary study." Journal of Systems and Software 119 (2016): 162-183.

6PROJECT AND PROGRAMME MANAGEMENT
Project Deliverables
The projects are developed to serve a specific purpose and are mainly focused on
fulfilling the needs and wants of the consumers. The success of the project will be determined
the various tangible and the intangible outcomes which should be achieved for achieving success
of the project3. Therefore, simply it can be defined as the input to a particular process can be
defined as deliverables. Generally, project deliverables consist of information, plan, documents,
software, equipment and money. The project deliverables for bringing about change management
by implementing CRM are as follows:
Task Name Duration Start Finish
Project Initiation Plan 322 days Thu 2/1/18 Fri 4/26/19
Change management 26 days Thu 2/1/18 Thu 3/8/18
Re-engineering of Business Process 28 days Fri 3/9/18 Tue 4/17/18
Technical requirement 35 days Wed 4/18/18 Tue 6/5/18
3 Chow, Alan F., Kelly C. Woodford, and Nancy Lambe. "Using project deliverables and project management for
timely completion of student projects." Journal of Emerging Trends in Economics and Management Sciences 5.3
(2014): 323.

7PROJECT AND PROGRAMME MANAGEMENT
CRM phase analysis 33 days Wed 6/6/18 Fri 7/20/18
Realization of CRM phase 180 days Mon 8/20/18 Fri 4/26/19
Summary milestone and Schedule
Milestone
A simplified definition of project milestone is that they are the tasks having zero duration
but signifies completion of a crucial component in the project. The sequence of events signifies
completion of different phases of the project is known as milestone4. Milestone does not have
any impact on the time span of the project and will only define completion of stages in the
project. The milestones in this project are as follows:
Task Name Duration Start Finish
Change management document
developed
0 days Thu 3/8/18 Thu 3/8/18
business processes re-engineered 0 days Tue 4/17/18 Tue 4/17/18
4 Kerzner, Harold, and Harold R. Kerzner. Project management: a systems approach to planning, scheduling, and
controlling. John Wiley & Sons, 2017.

8PROJECT AND PROGRAMME MANAGEMENT
Technical requirements Derived 0 days Tue 6/5/18 Tue 6/5/18
CRM milestone 0 days Fri 8/17/18 Fri 8/17/18
phase rollout for CRM 0 days Fri 4/26/19 Fri 4/26/19
phase concept for CRM 20 days Mon 7/23/18 Fri 8/17/18
Summary schedule
The table consists of the overall schedule of the project and defines each of the tasks in
the project. Each of the phases in the project have a significant importance as each phase will
contribute to the overall success of the project. The change management phase identifies the
different changes required for better organizational model. The first task will identify the
different changes required in the organization for providing the consumers with better
experience. After the identification of the change management requirement an official document,
have to be developed that will define the activities necessary for achieving the goals of the
stakeholders. The developed document has to deployed so that it can be approved and the other
processes can be commenced. This will end the first phase and the first milestone is reached
which is the development of the change management document.

9PROJECT AND PROGRAMME MANAGEMENT
The next phase is the re-engineering the business processes. This means that the
documents will be used to develop functions for restructuring of the organizational processes.
The first task in this phase in conversion of documents into effective functions, the second task
will examine the existing processes to identify the changes and compatibility of the processes.
The next task is conducting various workshops for confirming the feasibility of the proposed
measures. The next task will map the proposed processes so they can be further fine tuned to
optimum process. Completion of this task means that the second milestone is achieved that is
engineering of business processes received.
The next phase is the technical requirement phase where the technical details will be
formulated and implemented into the business process. The first task in this phase is submission
of drafts for CRM implementation. The second task is reviewing the proposed methods for CRM
implementation. This task will investigate the document for improving the overall
implementation process. The next task will document the extra requirements necessary for
developing the effective processes. The second last task in this phase will consist of clarifying
the tasks that will have to be performed in this phase. Then in the phase, the last task will
confirm all the requirements for implementation of CRM into the processes. Completion of this
task will ensure that third milestone has been achieved.
The next phase is the most crucial phase in this project as it consists of analysis of the
CRM phase where the various CRM processes will be analyzed and the infrastructural
requirement for this implementation will be developed. Completion of tasks in this phase means
the first CRM milestone has been achieved. The last phase deals with the practical
implementation of the CRM processes into the organization setting. The first task in this phase is
integration of the CRM model into the business model and interfacing the tools for effective

10PROJECT AND PROGRAMME MANAGEMENT
development. The next task includes customization of the CRM tool so that it can be used
effectively for catering to the needs of the organization. Customization of CRM into the
organizational business model takes a considerable amount of time and transition of the
organization from the old setting to the new setting will be achieved in the last, which completes
the final milestone in the project.
However, all the tasks in this project are critical and the cost of resources cannot be
reduced by altering resource allocation. On the hand, if the project time span needs to reduced
more resources will have to be allocated. This will increase the overall budget of the project.
Task Name Duration Start Finish Predecessors Resource Names
Project Initiation
Plan
322 days Thu 2/1/18 Fri 4/26/19
Change
management
26 days Thu 2/1/18 Thu 3/8/18
Identification of
changes needed
4 days Thu 2/1/18 Tue 2/6/18
finance manager,
human resource
manager, managing
director, operation
manager, sales
manager, Project
Manager
Develop document 7 days Wed 2/7/18 Thu 2 finance manager,

11PROJECT AND PROGRAMME MANAGEMENT
for change
management
2/15/18
human resource
manager, managing
director, operation
manager, sales
manager, Project
Manager
Deploy change
management
document
15 days Fri 2/16/18 Thu 3/8/18 3
finance manager,
human resource
manager, managing
director, operation
manager, sales
manager, Project
Manager
Change management
document developed
0 days Thu 3/8/18 Thu 3/8/18 4
Re-engineering of
Business Process
28 days Fri 3/9/18
Tue
4/17/18
documenting
developed processes
into functions
2 days Mon
4/16/18
Tue
4/17/18
9 finance manager,
human resource
manager, managing
director, operation
manager, sales

12PROJECT AND PROGRAMME MANAGEMENT
manager, Project
Manager
Examining current
processes
5 days Fri 3/9/18
Thu
3/15/18
5
finance manager,
human resource
manager, operation
manager, Project
Manager
mapping of defined
practices to optimum
practices
14 days Fri 3/16/18 Wed 4/4/18 7
finance manager,
human resource
manager, operation
manager, sales
manager, Project
Manager
conduct workshop
for confirmation
7 days Thu 4/5/18 Fri 4/13/18 8
finance manager,
human resource
manager, operation
manager, sales
manager
business processes
re-engineered
0 days
Tue
4/17/18
Tue
4/17/18
10

13PROJECT AND PROGRAMME MANAGEMENT
Technical
requirement
35 days
Wed
4/18/18
Tue 6/5/18
submitting first draft
for CRM
implementation
3 days Fri 5/25/18
Tue
5/29/18
15
operation manager,
Software developer,
system engineer,
testing engineer
reviewing the
processes for CRM
implementation
5 days
Wed
5/30/18
Tue 6/5/18 16
operation manager,
Software developer,
system engineer,
testing engineer
document extra
requirement
identified into CRM
document
6 days
Thu
5/17/18
Thu
5/24/18
14 Software developer
Clarification of the
work to be done
15 days
Wed
4/18/18
Tue 5/8/18 11
Software developer,
system engineer,
testing engineer
Confirming all the
requirements
6 days Wed 5/9/18
Wed
5/16/18
13
Software developer,
system engineer,
testing engineer

14PROJECT AND PROGRAMME MANAGEMENT
Technical
requirements
Derived
0 days Tue 6/5/18 Tue 6/5/18 17
CRM phase
analysis
33 days
Wed
6/6/18
Fri 7/20/18
Processes for CRM
analysis
15 days Wed 6/6/18
Tue
6/26/18
18
Software developer,
system engineer,
testing engineer
Infrastructure for
CRM analysis
18 days
Wed
6/27/18
Fri 7/20/18 20
Software developer,
system engineer,
testing engineer
CRM milestone 0 days Fri 8/17/18 Fri 8/17/18 28
Realisation of CRM
phase
180 days
Mon
8/20/18
Fri 4/26/19
interfaces and
integration
75 days
Mon
10/22/18
Fri 2/1/19 24
finance manager,
operation manager,
system engineer,
testing engineer,
Project Manager
Customization in 60 days Mon 2/4/19 Fri 4/26/19 25 human resource

15PROJECT AND PROGRAMME MANAGEMENT
accordance to the
organizational needs
manager, operation
manager, system
engineer, testing
engineer, Project
Manager
Adapting CRM into
the infrastructure
45 days
Mon
8/20/18
Fri
10/19/18
22
operation manager,
system engineer,
testing engineer,
Project Manager
phase rollout for
CRM
0 days Fri 4/26/19 Fri 4/26/19 26
managing director,
operation manager,
Software developer,
system engineer,
testing engineer
phase concept for
CRM
20 days
Mon
7/23/18
Fri 8/17/18 21 system engineer

16PROJECT AND PROGRAMME MANAGEMENT
Summary Gantt chart

17PROJECT AND PROGRAMME MANAGEMENT
Summary budget
This part of the project will define the forecasted budget that is needed for execution of
the project. However, this is not the final budget as budget may change depending upon
availability of resources and time constraint. The budget table shows cost of allocation of
resources through each of the activity.
Budget Allocated according to each of the activity
Task Name Resource Names Cost
Project Initiation Plan $477,048.00
Change management $84,240.00
Identification of changes needed
finance manager, human resource
manager, managing director,
operation manager, sales manager,
Project Manager
$12,960.00
Develop document for change
management
finance manager, human resource
manager, managing director,
operation manager, sales manager,
Project Manager
$22,680.00
Deploy change management
document
finance manager, human resource
manager, managing director,
operation manager, sales manager,
$48,600.00

18PROJECT AND PROGRAMME MANAGEMENT
Project Manager
Change management document
developed
$0.00
Re-engineering of Business
Process
$63,120.00
documenting developed
processes into functions
finance manager, human resource
manager, managing director,
operation manager, sales manager,
Project Manager
$6,480.00
Examining current processes
finance manager, human resource
manager, operation manager,
Project Manager
$9,600.00
mapping of defined practices to
optimum practices
finance manager, human resource
manager, operation manager, sales
manager, Project Manager
$34,160.00
conduct workshop for
confirmation
finance manager, human resource
manager, operation manager, sales
manager
$12,880.00

19PROJECT AND PROGRAMME MANAGEMENT
business processes re-
engineered
$0.00
Technical requirement $15,696.00
submitting first draft for CRM
implementation
operation manager, Software
developer, system engineer, testing
engineer
$2,592.00
reviewing the processes for CRM
implementation
operation manager, Software
developer, system engineer, testing
engineer
$4,320.00
document extra requirement
identified into CRM document
Software developer $720.00
Clarification of the work to be
done
Software developer, system
engineer, testing engineer
$5,760.00
Confirming all the requirements
Software developer, system
engineer, testing engineer
$2,304.00
Technical requirements Derived $0.00
CRM phase analysis $12,672.00
Processes for CRM analysis
Software developer, system
engineer, testing engineer
$5,760.00

20PROJECT AND PROGRAMME MANAGEMENT
Infrastructure for CRM analysis
Software developer, system
engineer, testing engineer
$6,912.00
CRM milestone $0.00
Realization of CRM phase $298,920.00
interfaces and integration
finance manager, operation
manager, system engineer, testing
engineer, Project Manager
$133,800.00
Customization in accordance to
the organizational needs
human resource manager,
operation manager, system
engineer, testing engineer, Project
Manager
$104,640.00
Adapting CRM into the
infrastructure
operation manager, system
engineer, testing engineer, Project
Manager
$60,480.00
phase rollout for CRM
managing director, operation
manager, Software developer,
system engineer, testing engineer
$0.00
phase concept for CRM system engineer $2,400.00

21PROJECT AND PROGRAMME MANAGEMENT
Project Initiation Plan
Change management
Identfication of
changes needed
Develop document
for change
management
Deploy change
management
document
Change
management
document
developed
Re-engineering of
Business Process
Examining current
processes
mapping of defined
practices to optimum
practices
conduct workshop
for confirmation
documenting
developed
processes into
functions
business processes
re-engineered Technical requirement
Clarification of the
work to be done
Confirming all the
requirements
document extra
requirement
identified into CRM
document
submitting first draft
for CRM
implementation
reviewing the
processes for CRM
implementation
Technical
requirements
Derived
CRM phase analysis
Processes for CRM
analysis
Infrastructure for
CRM analysis
CRM milestone Realisation of CRM phase
Adapting CRM into
the infrastruture
interfaces and
integration
Customization in
accordance to the
organizational
needs
phase rollout for
CRM
phase concept for
CRM
Work break down structure

22PROJECT AND PROGRAMME MANAGEMENT
Resource Overview
The resource overview shows the different resources that have been allocated to the
project. The first table shows that different, their time span of work and working hours of each of
the resources. The second table shows the cost of each of the resources used in the project
starting form the cost of managing director to the project manager.
Name Start Finish Remaining Work
managing director Thu 2/1/18 Fri 4/26/19 224 hrs
finance manager Thu 2/1/18 Fri 2/1/19 1,032 hrs
operation manager Thu 2/1/18 Fri 4/26/19 1,936 hrs
human resource manager Thu 2/1/18 Fri 4/26/19 912 hrs
sales manager Thu 2/1/18 Tue 4/17/18 392 hrs
system engineer Wed 4/18/18 Fri 4/26/19 2,096 hrs
testing engineer Wed 4/18/18 Fri 4/26/19 1,936 hrs
software developer Wed 4/18/18 Fri 4/26/19 544 hrs
Project Manager Thu 2/1/18 Fri 4/26/19 1,816 hrs

23PROJECT AND PROGRAMME MANAGEMENT
Name Cost Cost Variance
managing director $22,400.00 $22,400.00
finance manager $56,760.00 $56,760.00
operation manager $116,160.00 $116,160.00
human resource manager $45,600.00 $45,600.00
sales manager $25,480.00 $25,480.00
system engineer $31,440.00 $31,440.00
testing engineer $34,848.00 $34,848.00
software developer $8,160.00 $8,160.00
Project Manager $136,200.00 $136,200.00

24PROJECT AND PROGRAMME MANAGEMENT
managing director
finance manager
operation manager
human resource manager
sales manager
system engineer
testing engineer
software developer
Project Manager
0 hrs
500 hrs
1,000 hrs
1,500 hrs
2,000 hrs
2,500 hrs
Actual Work Remaining Work Baseline Work
Graph: Allocated time
managing director
finance manager
operation manager
human resource manager
sales manager
system engineer
testing engineer
software developer
Project Manager
$0.00
$20,000.00
$40,000.00
$60,000.00
$80,000.00
$100,000.00
$120,000.00
$140,000.00
$160,000.00
Cost Variance
Graph: Allocated cost

25PROJECT AND PROGRAMME MANAGEMENT
Risks Management
Risk management is an essential component of project management process as involves
the identification, analysis and mitigation of possible risks 5. Risk analysis is executed to identify
the different risk factors and their priority levels so that risk can be categorized and avoided
depending upon their priority. Risk priority can be illustrated as the probability of occurrence of
a risk factor during the overall time period.
External risk
Risk Description Delay in receiving essential
components of CRM
Unexpected External issues
Priority Medium Medium
Summery There are various CRM
components required to
implement the project. If
delivery of one components
delay due to issues related to
a vendor, there will be
unexpected delay in
forecasted schedule
One of the most important the
project manager will have to
be prepared about is expected
incident which may affect the
execution of project tasks.
Affected Area It will affect the CRM phase
where the development of the
This unexpected risk could
affect any task and any phase
5 Pheng, Low Sui. "Project Risk Management." Project Management for the Built Environment. Springer,
Singapore, 2018. 159-176.

26PROJECT AND PROGRAMME MANAGEMENT
CRM model may be delayed
Delay in the delivery of the
project
of the project
Mitigation Plan Developing all the
components on their own
This will depend on the
possible risk factor identified
based on the risk register
Internal risk
Risk Time delay in
approval of the CRM
integration and
interface document
Failure in
customization of the
new CRM model
Changes in the
requirements
Priority Medium High High
Summery The delay in approval
of the CRM
integration and
interfacing process
will affect the overall
time schedule of the
project.
This part is very
important as
customization of the
new CRM model
according to the
organizational needs
is the only way of
achieving success.
The change in the
requirement of the
deliverables will cause
a delay in the
remaining process.

27PROJECT AND PROGRAMME MANAGEMENT
The failure in
developing a
customized software
will lead to project
failure and loss of
funds invested.
Affected Area Time span of the
project
Overall project Time span
Mitigation Plan Communication plan
will have to be
developed which will
provide the details of
the meetings that will
have to conducted for
authorizing the
process so that work
can be proceeded.
The needs of the
organization will
have to analyzed
thoroughly to identify
the suitable
characteristics of the
implementation tool.
The changes should be
accepted during the
initial two phases
which will be have less
affect on the time span
of the overall project.

28PROJECT AND PROGRAMME MANAGEMENT
Technical risk
Risk Deployment Issue Technical issues in
developing the software
Priority Low Low
Summery It may happen that the
issues are not deployed
according to the planned
schedule
It may happen that the
software engineer has
faced technical issues
while developed a
compatible software for the
current system
Affected Area Time span of Project Development of the overall
project
Mitigation Plan The deployment issues will
have to be handled by
informing the person
responsible for that phase
of the project.
This could be mitigated by
providing addition
resources, which could
include appointing other
software engineers in
development process.

29PROJECT AND PROGRAMME MANAGEMENT
Communication Plan
Communication plan is developed to reduce the possibility of delays in various phases of
the project. There should be effective communication between the external and the internal
stakeholders of the organization. Moreover, the communication plan will provide better
transparency and accountability to the project6. The main purpose for developing a
communication plan is to schedule activities related to communication among the project internal
stakeholders. The communication has been developed based on the activities set into the project
schedule. Communication plan facilitates in teamwork and having better chances of avoiding the
risk processes within the organization. The most suitable form of communication tool for
documentation processes is email. Weekly meetings have to conducted with the managing
director for providing project status report. The project manager will have to conduct weekly
meeting with other managers such as operational manager, sales manager, human resource
manager and finance manager for discussing about the constraints, cost and effective
management of human resources. This helps in better handling of the resources and workforce of
the organization.
Meeting Participant Purpose Date
Project initiation
discussion
finance manager,
human resource
manager, managing
director, operation
manager, sales
manager, Project
To plan the purpose, project
deliverables and schedule
January 2018
6 Heagney, Joseph. Fundamentals of project management. AMACOM Div American Mgmt Assn, 2016.

30PROJECT AND PROGRAMME MANAGEMENT
Manager
Meeting before
deploying change
management
document
finance manager,
human resource
manager, managing
director, operation
manager, sales
manager, Project
Manager
To discuss the changes that
will have to implemented and
the necessary action that will
have to be taken February 2018
Completion of first
milestone
finance manager,
human resource
manager, managing
director, operation
manager, sales
manager, Project
Manager
To approve the documents so
that the next phase can be
commenced and discussing the
elements to be implemented in
the next phase
February 2018
Completion of Second
milestone
finance manager,
human resource
manager, managing
director, operation
manager, sales
manager, Project
To discuss the restructuring of
the organizational processes
and the loopholes in it
April 2018